November 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that MrCharron placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** *** located at *** *** *** *** *** *** ** *** and Email: *** and telephone number (*** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that Sears Online submitted a refund request since the product had not been delivered by the sellerAccordingly, a refund of $was issued on November 14, In closure, since a full refund has been provided to Mr* *** we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 9, 2015/07/13) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
July 13,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #*** - *** ***
Dear Ms***
We
have completed the investigation of Ms***'s complaint regarding the service she received from A&E Factory service
We would first clarify that we are still a service provider for Whirlpool and we apologize if someone there gave Ms*** incorrect informationWhen we performed the repair to her refrigerator in 2013, this was set up through Whirlpool so that it would be charged to her warranty with themWhen Ms*** contacted us directly this year, we would have no visibility into any warranty she might have had through themShe ended up scheduling just a basic "cash call" without a warrantyIf she had went through her Whirlpool then they could have set up again under whatever warranty she had with them
As for the repair itself, the part number has an "R" indicator after indicating that it is a reconditioned partWe are sure that Ms***'s bill also notes this as we do not sell reconditioned parts as new parts; however, maybe she did not understand when it was being installedThe receipt would have also detailed our day repair guarantee so when it failed after just months, we do not understand why Ms*** did not call us as the part and labor were still covered under the service warranty from the repairWe would also mention that the charges we assessed Ms*** were exactly the same as we would charge anyone else nationwide that needed that same repair
So at this point, we have done nothing wrong and it was Ms***'s decision to pay for our services rather than go through her warranty provider and then to choose to not go use her day guarantee on her repair through usThis means that we are under no obligation to provide Ms*** with any refundWith that said, we are willing to consider possibly some type of refund if Ms*** would submit the repair invoice from her warranty repair so that we can review it to see if it indicates there was something wrong with our repair and/or the part we were provided by the vendorMs*** can send this to us via email at ***@searshc.com, via fax to XXX-XXX-XXXX, or she can include a copy of this as an attachment to her Revdex.com complaintIn the interim, since we have indicated that as a courtesy we are willing to provide possibly a partial refund depending upon the paperwork that Ms*** submits, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com
Initial Consumer Rebuttal /* (3000, 11, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am faxing the invoice as requested aboveThe technician stated that the modular was newIt is reconditioned as shown on the partIt was a faulty part when it was installedI will be satisfied with a refund for the partI also feel that your service call charge is very excessive compared to other repair services
I am faxing the invoiceService # XXXXXXXX
Final Business Response /* (4000, 13, 2015/07/21) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
July 21,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #*** - *** ***
Dear Ms***
We have completed the investigation of Ms***'s rebuttal to the response we provided
We did receive the correspondence that Ms*** references, and she also forwarded us a copy of the invoice for the warrantied repairAfter reviewing we offered her a refund of $in the form of a mailed bank check, and she acceptedShe should receive this within the next 2-weeks, and she has my contact information in case she does notIn the interim, since it was our understanding that this resolution met with Ms***'s approval, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com
Final Consumer Response /* (2000, 15, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the resolution as long as I receive the refund that I have been promised
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10885875, and find that this resolution is satisfactory to me
Sincerely,
Gloria Jean ***
April 25,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to return
her *** over-the-counter microwave after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Ms*** was provided clearly states the following: Receipt dated within days required for most returns & exchangesSee Service Desk or Kmart.com for complete policy & exceptionsWith that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Ms*** purchased the over-the-counter microwave on February 20, and then attempted to return it on April 4, 2017, she was over the 30-day “hassle-free” return period
However, after the Kmart hassle-free 30-day return/exchange period has expired, microwave model *** is covered by the manufacturer, *** According to the owner’s manual, the microwave does have a 1-year manufacturer’s warranty*** One-Year Limited Warranty states, “For one year from the date of purchase, when this appliance is operated and maintained according to instructions attached to or furnished with the product, *** *** Microwave Oven and Electrical Appliances Manufacturing Co., Ltd(***) will pay for replacement parts and repair labor costs to correct defects in materials or workmanship, replace the appliance with an equivalent unit or a new unit, or refund the purchase price, solely at our optionService must be provided by a *** designated service companyTo Obtain Warranty Service and Troubleshooting Information: If you need service, first see the Before Calling for Service section of your User ManualTo obtain service, call our Consumer Care Center at: *** in the U.S.” Therefore, Ms*** would need to contact the manufacturer for a warranty repair or replacement
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms*** when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request for a refund or exchange
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because: my bank statement will clearly show the amount taken out my account was not $but in fact was $now I can clearly show proof from the attachment
Sincerely,
Keyola ***
September 21,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of MsW*** complaint regarding the problems she encountered when she attempted to
return some items from her online order at the Kmart retail store
Firstly we would like to apologize for the inconvenience and disappointment that MsW*** may have experiencedWe want to assure MsW*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service furtherAccording to the notes on her order, on August 7, the store associate contacted our online customer service for assistance with the return processRegrettably, due to a system glitch the store was unable to process the returnTherefore, the online customer service offered to send MsW*** a return label at no chargeMsW*** was informed that she would receive the refund once the items were receivedThe order indicates that on August 21, the items were received and we issued separate credits to MsW*** *** account totaling $With that being said, since we have addressed the issue brought forth in MsW*** complaint, we have closed our file
We apologize to MsWilson and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
April 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed our investigation of *** *** complaint regarding the replacement of her *** *** cooktopAfter discussing the issue
with *** ***, we are moving forward with a cash buy out under the Buy Out Clause of her master protection agreementThis is due to Sears is unable to provide a cooktop with the same features she currently hasWe have agreed to a buyout amount of $The needed forms have been emailed to *** *** and once received we will process a bank check in the amount of $With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If *** *** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this timeWe apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because: As I stated, I was willing and ready to accept an exchange and setup for a new washer and dryer but was never offered this as an optionAlso, the hrs of time wasted with customer service initiated by me is time that I can't get back in addition to the days off from work that I had to take in order to receive the deliveries and pick ups for the washer and dryer on separate occasionsThe lack of effort from the business to contact me and resolve this issue is disconcertingI was not provided adequate customer service and despite efforts to escalate the issue I was not assisted or responded to regarding my complaint even after submitting "formal complaints with sears directly." I think that $reimbursement for my inconvenience and loss wages to repay the install that had acquired is more than fairPlease repay the install fee for satisfactory resolution of this issue
Sincerely,
*** ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
July 7,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: 9***- Babu ***
Dear Ms***,
We have completed the investigation of Mr
*** complaint regarding his online order
We would first like to apologize for any inconvenience Mr*** may have experienced with the time frame in receiving his refundWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the order, we found that Sears Online Solutions issued a refund of $back to his *** account ending in on June 18, We issued a remaining balance of $today, July 7, 2015, to the same accountAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted his concerns and we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
February 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his washer repair It is
unfortunate that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his washerWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we reviewed his service order. It appears that he was receiving service through authorized service provider, *** *** Repair. Due to the issues he was experiencing, we scheduled a Sears technician to examine his washer. On February 1, 2017, the technician re-calibrated Mr*** washer and provided instruction on load sizes; completing the repair. With that said, since we have documented Mr*** concerns with the repair process, and we have completed the service to his washer, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
July 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator and her request
for a replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. After reviewing the notes in our service system, our office authorized a replacement under Ms*** Master Protection Agreement (MPA). Based upon the features of Ms*** current refrigerator, it was determined that $2,would provide her with a comparable replacement under her MPA. An email was sent to Ms*** on July 11, 2016, explaining the replacement process. As stated in the email, Ms*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms*** will need to provide the telephone number on record, *** ***, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty; while the MPA should expire on February 1, 2017, the manufacturer’s warranty will run for a full year from the date of delivery. With that said, since we are providing Ms*** with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
January 24,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * *** *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the multiple
repairs on his refrigerator, the delivery delays on the exchange and his request for a refund
We would like to note that Sears has a 30-day return period from the purchase dateAfter the day period, the appliance is covered by the manufacturer’s warrantyAs clarification, the manufacturer’s one-year limited warranty states, “For one year from the date of purchase, free repair will be provided if any non-consumable part of this appliance fails due to defects in material or workmanship….” The warranty does not offer a refund
According to our records, Mr*** purchased the Kenmore refrigerator on December 6, with the manufacturer’s warranty expiration date of December 9, During the warranty period, Mr*** reported that the refrigerator was not cooling and a warranty service appointment was scheduledOur technician ordered and installed parts, and the repair was completed on November 11, Regrettably, Mr*** *alled the next day to report that the refrigerator was still not workingWarranty service was scheduled again, and after multiple service attempts the repairs were unsuccessfulOn December 8, 2016, Mr*** was offered an in-warranty exchange from Sears and he accepted the offerMr*** selected a *** model that cost more that the Kenmore, and he paid the difference in price; delivery was scheduled for December 15,
Unfortunately, the manufacturer delayed the delivery and rescheduled for December 22, Due to the delivery delay, Mrs*** *ontacted delivery and requested to return the non-repairable Kenmore refrigerator and requested a refundSince the Kenmore was purchased in (over our day return period), her request was deniedShe was offered $worth of reward points for the inconvenience due to the delayShe declined the offer, but called back later and accepted the offerOn December 22, 2016, *** delayed delivery again and rescheduled delivery for January 3, Due to the delay, Mr*** took it upon himself to purchase a refrigerator from another retailer instead of selecting another model from SearsHe called our delivery customer service and cancelled his in-warranty exchange orderThe order was cancelled and our system automatically issued him a refund for the amount he paid for the difference in price on the exchange onlySince this was an in-warranty exchange order, the system recognized that Mr*** did not qualify for a refund for the Kenmore refrigerator and made the receipt available again for another in-warranty exchange orderWe contacted Mr*** and offered to process another exchange on the refrigeratorMr*** denied the offer and requested that we issue a refund or allow him store credit to purchase other products from SearsWe reminded Mr*** that he does not qualify for a refund and store credit for other products is not an optionAt no point was Mr*** offered a refund, and the warranty is for repair or replaceIf Mr*** would like to complete the in-warranty exchange process, he can contact me on or before March 8, via email at *** or call (*** *** With that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Glen *** #*** Dear Ms***: We have completed the investigation of MrS***’s complaint regarding Sears Home Services and repairs to his refrigeratorI have emailed Mr
*** and have offered to replace his refrigerator per the terms of the units sealed system warrantyA comparable refrigerator has been identified and was noted in my email to MrS***Once I hear back from MrS***, I will process the in warranty exchange so that we can get a refrigerator to him as soon as possibleSince we have noted our intent to replace MrS***’s refrigerator per the sealed system warranty, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have verified the credit to my credit card account.
Sincerely,
*** ***
March 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his refrigerator
It is regrettable that we failed Mr*** expectations in regard to the refrigerator he purchased in November of We value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we reviewed the notes within Mr*** service orders. We subsequently contacted Mr*** to offer to extend his warranty for one month so he could schedule another repair and he would not have to pay for the service. Our records show that the repair to the ice maker was completed on March 21, 2017, and Mr*** was not charged. As a further courtesy, my office processed a one-year Master Protection Agreement (MPA) for Mr*** refrigerator so if he has further issues with the ice maker in the next year, the cost of repairs will be covered. With that said, since a fair resolution is being provided for Mr***, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 3,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: 9*** - Shaun
***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his online order
We would first like to apologize for any inconvenience Mr*** may have experienced with his orderWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching further, we found that Sears Online processed full refund of back to her MasterCard ending in on August 22, For Mr***'s records the return sales receipt number is 09300186***Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer serviceIn the interim, we have noted Mr***'s concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
July 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with appointment
availability and our scheduling process It is unfortunate that we failed Ms*** expectations and we can understand her frustration with the series of events noted in her complaintWe apologize that we were unable to accommodate Ms*** schedule and arrange a mutually satisfying time frame for repairWe would like to clarify that Sears does not make any promise that service will be provided within a certain time frame or dateAlthough we are unable to grant every request, we do make every effort to schedule at our customer’s convenience whenever possibleWith that having been said, we do have a centralized scheduling process that streamlines our repair scheduling and makes it more efficient. The service visits are arranged in a circuit, with a predetermined starting and ending pointWe are glad to provide our customers with an estimated window of arrival on the date of serviceHowever, due to the many scenarios that can occur within a diagnosis and repair, it is not possible to give the exact time that our technician will arriveWe have documented that this process did not meet Ms*** needs, and we do compile this information to determine whether changes are warranted to satisfy our customers’ needs and our own business objectivesWith that said, after reviewing the service order history we found that service was completed on June 27, 2017, and the range is working to the manufacturers’ specificationsAdditionally, we hope that in the future MsW*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask this complaint to be closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me Many thanks to *** *** for doing a great job getting our laundry reimbursement check on the way to us Thanks for going the second mile and for bringing closure to a challenging situation We will remain loyal customers
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Shirley ***
May 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience
and her request to receive a refund of the price difference back to her credit card It is unfortunate if we failed Ms*** expectations and we can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Ms*** had previously been in contact with (EMS) Executive Member Support, Sears’ escalated complaint departmentEMS issued a refund of $back to Ms*** credit card account on May 12, 2017, under return receipt number ***Additionally, we hope that in the future Ms* *** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since we have confirmed that the refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
November 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that MrCharron placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** *** located at *** *** *** *** *** *** ** *** and Email: *** and telephone number (*** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that Sears Online submitted a refund request since the product had not been delivered by the sellerAccordingly, a refund of $was issued on November 14, In closure, since a full refund has been provided to Mr* *** we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 9, 2015/07/13) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
July 13,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #*** - *** ***
Dear Ms***
We
have completed the investigation of Ms***'s complaint regarding the service she received from A&E Factory service
We would first clarify that we are still a service provider for Whirlpool and we apologize if someone there gave Ms*** incorrect informationWhen we performed the repair to her refrigerator in 2013, this was set up through Whirlpool so that it would be charged to her warranty with themWhen Ms*** contacted us directly this year, we would have no visibility into any warranty she might have had through themShe ended up scheduling just a basic "cash call" without a warrantyIf she had went through her Whirlpool then they could have set up again under whatever warranty she had with them
As for the repair itself, the part number has an "R" indicator after indicating that it is a reconditioned partWe are sure that Ms***'s bill also notes this as we do not sell reconditioned parts as new parts; however, maybe she did not understand when it was being installedThe receipt would have also detailed our day repair guarantee so when it failed after just months, we do not understand why Ms*** did not call us as the part and labor were still covered under the service warranty from the repairWe would also mention that the charges we assessed Ms*** were exactly the same as we would charge anyone else nationwide that needed that same repair
So at this point, we have done nothing wrong and it was Ms***'s decision to pay for our services rather than go through her warranty provider and then to choose to not go use her day guarantee on her repair through usThis means that we are under no obligation to provide Ms*** with any refundWith that said, we are willing to consider possibly some type of refund if Ms*** would submit the repair invoice from her warranty repair so that we can review it to see if it indicates there was something wrong with our repair and/or the part we were provided by the vendorMs*** can send this to us via email at ***@searshc.com, via fax to XXX-XXX-XXXX, or she can include a copy of this as an attachment to her Revdex.com complaintIn the interim, since we have indicated that as a courtesy we are willing to provide possibly a partial refund depending upon the paperwork that Ms*** submits, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com
Initial Consumer Rebuttal /* (3000, 11, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am faxing the invoice as requested aboveThe technician stated that the modular was newIt is reconditioned as shown on the partIt was a faulty part when it was installedI will be satisfied with a refund for the partI also feel that your service call charge is very excessive compared to other repair services
I am faxing the invoiceService # XXXXXXXX
Final Business Response /* (4000, 13, 2015/07/21) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
July 21,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #*** - *** ***
Dear Ms***
We have completed the investigation of Ms***'s rebuttal to the response we provided
We did receive the correspondence that Ms*** references, and she also forwarded us a copy of the invoice for the warrantied repairAfter reviewing we offered her a refund of $in the form of a mailed bank check, and she acceptedShe should receive this within the next 2-weeks, and she has my contact information in case she does notIn the interim, since it was our understanding that this resolution met with Ms***'s approval, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com
Final Consumer Response /* (2000, 15, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the resolution as long as I receive the refund that I have been promised
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10885875, and find that this resolution is satisfactory to me
Sincerely,
Gloria Jean ***
April 25,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to return
her *** over-the-counter microwave after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Ms*** was provided clearly states the following: Receipt dated within days required for most returns & exchangesSee Service Desk or Kmart.com for complete policy & exceptionsWith that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Ms*** purchased the over-the-counter microwave on February 20, and then attempted to return it on April 4, 2017, she was over the 30-day “hassle-free” return period
However, after the Kmart hassle-free 30-day return/exchange period has expired, microwave model *** is covered by the manufacturer, *** According to the owner’s manual, the microwave does have a 1-year manufacturer’s warranty*** One-Year Limited Warranty states, “For one year from the date of purchase, when this appliance is operated and maintained according to instructions attached to or furnished with the product, *** *** Microwave Oven and Electrical Appliances Manufacturing Co., Ltd(***) will pay for replacement parts and repair labor costs to correct defects in materials or workmanship, replace the appliance with an equivalent unit or a new unit, or refund the purchase price, solely at our optionService must be provided by a *** designated service companyTo Obtain Warranty Service and Troubleshooting Information: If you need service, first see the Before Calling for Service section of your User ManualTo obtain service, call our Consumer Care Center at: *** in the U.S.” Therefore, Ms*** would need to contact the manufacturer for a warranty repair or replacement
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms*** when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request for a refund or exchange
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because: my bank statement will clearly show the amount taken out my account was not $but in fact was $now I can clearly show proof from the attachment
Sincerely,
Keyola ***
September 21,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of MsW*** complaint regarding the problems she encountered when she attempted to
return some items from her online order at the Kmart retail store
Firstly we would like to apologize for the inconvenience and disappointment that MsW*** may have experiencedWe want to assure MsW*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service furtherAccording to the notes on her order, on August 7, the store associate contacted our online customer service for assistance with the return processRegrettably, due to a system glitch the store was unable to process the returnTherefore, the online customer service offered to send MsW*** a return label at no chargeMsW*** was informed that she would receive the refund once the items were receivedThe order indicates that on August 21, the items were received and we issued separate credits to MsW*** *** account totaling $With that being said, since we have addressed the issue brought forth in MsW*** complaint, we have closed our file
We apologize to MsWilson and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
April 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed our investigation of *** *** complaint regarding the replacement of her *** *** cooktopAfter discussing the issue
with *** ***, we are moving forward with a cash buy out under the Buy Out Clause of her master protection agreementThis is due to Sears is unable to provide a cooktop with the same features she currently hasWe have agreed to a buyout amount of $The needed forms have been emailed to *** *** and once received we will process a bank check in the amount of $With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If *** *** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this timeWe apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because: As I stated, I was willing and ready to accept an exchange and setup for a new washer and dryer but was never offered this as an optionAlso, the hrs of time wasted with customer service initiated by me is time that I can't get back in addition to the days off from work that I had to take in order to receive the deliveries and pick ups for the washer and dryer on separate occasionsThe lack of effort from the business to contact me and resolve this issue is disconcertingI was not provided adequate customer service and despite efforts to escalate the issue I was not assisted or responded to regarding my complaint even after submitting "formal complaints with sears directly." I think that $reimbursement for my inconvenience and loss wages to repay the install that had acquired is more than fairPlease repay the install fee for satisfactory resolution of this issue
Sincerely,
*** ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
July 7,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: 9***- Babu ***
Dear Ms***,
We have completed the investigation of Mr
*** complaint regarding his online order
We would first like to apologize for any inconvenience Mr*** may have experienced with the time frame in receiving his refundWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the order, we found that Sears Online Solutions issued a refund of $back to his *** account ending in on June 18, We issued a remaining balance of $today, July 7, 2015, to the same accountAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted his concerns and we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
February 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his washer repair It is
unfortunate that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his washerWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we reviewed his service order. It appears that he was receiving service through authorized service provider, *** *** Repair. Due to the issues he was experiencing, we scheduled a Sears technician to examine his washer. On February 1, 2017, the technician re-calibrated Mr*** washer and provided instruction on load sizes; completing the repair. With that said, since we have documented Mr*** concerns with the repair process, and we have completed the service to his washer, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
July 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator and her request
for a replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. After reviewing the notes in our service system, our office authorized a replacement under Ms*** Master Protection Agreement (MPA). Based upon the features of Ms*** current refrigerator, it was determined that $2,would provide her with a comparable replacement under her MPA. An email was sent to Ms*** on July 11, 2016, explaining the replacement process. As stated in the email, Ms*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms*** will need to provide the telephone number on record, *** ***, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty; while the MPA should expire on February 1, 2017, the manufacturer’s warranty will run for a full year from the date of delivery. With that said, since we are providing Ms*** with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
January 24,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * *** *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the multiple
repairs on his refrigerator, the delivery delays on the exchange and his request for a refund
We would like to note that Sears has a 30-day return period from the purchase dateAfter the day period, the appliance is covered by the manufacturer’s warrantyAs clarification, the manufacturer’s one-year limited warranty states, “For one year from the date of purchase, free repair will be provided if any non-consumable part of this appliance fails due to defects in material or workmanship….” The warranty does not offer a refund
According to our records, Mr*** purchased the Kenmore refrigerator on December 6, with the manufacturer’s warranty expiration date of December 9, During the warranty period, Mr*** reported that the refrigerator was not cooling and a warranty service appointment was scheduledOur technician ordered and installed parts, and the repair was completed on November 11, Regrettably, Mr*** *alled the next day to report that the refrigerator was still not workingWarranty service was scheduled again, and after multiple service attempts the repairs were unsuccessfulOn December 8, 2016, Mr*** was offered an in-warranty exchange from Sears and he accepted the offerMr*** selected a *** model that cost more that the Kenmore, and he paid the difference in price; delivery was scheduled for December 15,
Unfortunately, the manufacturer delayed the delivery and rescheduled for December 22, Due to the delivery delay, Mrs*** *ontacted delivery and requested to return the non-repairable Kenmore refrigerator and requested a refundSince the Kenmore was purchased in (over our day return period), her request was deniedShe was offered $worth of reward points for the inconvenience due to the delayShe declined the offer, but called back later and accepted the offerOn December 22, 2016, *** delayed delivery again and rescheduled delivery for January 3, Due to the delay, Mr*** took it upon himself to purchase a refrigerator from another retailer instead of selecting another model from SearsHe called our delivery customer service and cancelled his in-warranty exchange orderThe order was cancelled and our system automatically issued him a refund for the amount he paid for the difference in price on the exchange onlySince this was an in-warranty exchange order, the system recognized that Mr*** did not qualify for a refund for the Kenmore refrigerator and made the receipt available again for another in-warranty exchange orderWe contacted Mr*** and offered to process another exchange on the refrigeratorMr*** denied the offer and requested that we issue a refund or allow him store credit to purchase other products from SearsWe reminded Mr*** that he does not qualify for a refund and store credit for other products is not an optionAt no point was Mr*** offered a refund, and the warranty is for repair or replaceIf Mr*** would like to complete the in-warranty exchange process, he can contact me on or before March 8, via email at *** or call (*** *** With that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Glen *** #*** Dear Ms***: We have completed the investigation of MrS***’s complaint regarding Sears Home Services and repairs to his refrigeratorI have emailed Mr
*** and have offered to replace his refrigerator per the terms of the units sealed system warrantyA comparable refrigerator has been identified and was noted in my email to MrS***Once I hear back from MrS***, I will process the in warranty exchange so that we can get a refrigerator to him as soon as possibleSince we have noted our intent to replace MrS***’s refrigerator per the sealed system warranty, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have verified the credit to my credit card account.
Sincerely,
*** ***
March 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his refrigerator
It is regrettable that we failed Mr*** expectations in regard to the refrigerator he purchased in November of We value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we reviewed the notes within Mr*** service orders. We subsequently contacted Mr*** to offer to extend his warranty for one month so he could schedule another repair and he would not have to pay for the service. Our records show that the repair to the ice maker was completed on March 21, 2017, and Mr*** was not charged. As a further courtesy, my office processed a one-year Master Protection Agreement (MPA) for Mr*** refrigerator so if he has further issues with the ice maker in the next year, the cost of repairs will be covered. With that said, since a fair resolution is being provided for Mr***, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 3,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: 9*** - Shaun
***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his online order
We would first like to apologize for any inconvenience Mr*** may have experienced with his orderWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching further, we found that Sears Online processed full refund of back to her MasterCard ending in on August 22, For Mr***'s records the return sales receipt number is 09300186***Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer serviceIn the interim, we have noted Mr***'s concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
July 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with appointment
availability and our scheduling process It is unfortunate that we failed Ms*** expectations and we can understand her frustration with the series of events noted in her complaintWe apologize that we were unable to accommodate Ms*** schedule and arrange a mutually satisfying time frame for repairWe would like to clarify that Sears does not make any promise that service will be provided within a certain time frame or dateAlthough we are unable to grant every request, we do make every effort to schedule at our customer’s convenience whenever possibleWith that having been said, we do have a centralized scheduling process that streamlines our repair scheduling and makes it more efficient. The service visits are arranged in a circuit, with a predetermined starting and ending pointWe are glad to provide our customers with an estimated window of arrival on the date of serviceHowever, due to the many scenarios that can occur within a diagnosis and repair, it is not possible to give the exact time that our technician will arriveWe have documented that this process did not meet Ms*** needs, and we do compile this information to determine whether changes are warranted to satisfy our customers’ needs and our own business objectivesWith that said, after reviewing the service order history we found that service was completed on June 27, 2017, and the range is working to the manufacturers’ specificationsAdditionally, we hope that in the future MsW*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask this complaint to be closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me Many thanks to *** *** for doing a great job getting our laundry reimbursement check on the way to us Thanks for going the second mile and for bringing closure to a challenging situation We will remain loyal customers
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Shirley ***
May 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience
and her request to receive a refund of the price difference back to her credit card It is unfortunate if we failed Ms*** expectations and we can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Ms*** had previously been in contact with (EMS) Executive Member Support, Sears’ escalated complaint departmentEMS issued a refund of $back to Ms*** credit card account on May 12, 2017, under return receipt number ***Additionally, we hope that in the future Ms* *** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since we have confirmed that the refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation